AI Support Analyst, Associate 2

Role Summary

Provide Level 1 and Level 2 operational support for Claude AI services, assist users with onboarding and access requests, troubleshoot platform issues, monitor production health, support hypercare activities during rollout waves, and ensure adherence to enterprise AI governance and support processes.

Key Responsibilities

• •Monitor Claude platform health, availability, and operational dashboards.
• •Triage incidents, service requests, and user inquiries through ServiceNow and other support channels.
• •Perform first-level troubleshooting for authentication, access, onboarding, prompt-related, and application issues.
• •Support user onboarding, entitlement validation, and access provisioning coordination.
• •Assist users with prompt usage guidance and response interpretation in accordance with enterprise AI policies.
• •Collect logs, screenshots, prompts, and error details required for issue investigation.
• •Escalate complex issues to engineering, platform, security, and vendor support teams.
• •Support rollout activities, hypercare operations, and post-deployment stabilization.
• •Track known issues, maintain FAQs, and document workarounds.
• •Update and maintain SOPs, knowledge articles, and operational documentation.
• •Monitor AI service consumption, usage patterns, and quota-related requests.
• •Participate in shift-based global support coverage and operational handoffs.

Required Qualifications

• •Bachelor's degree in Computer Science, Engineering, Information Technology, or related field.
• •1-2 years of application support, service desk, or operations experience.
• •Basic understanding of AI/LLM platforms and Generative AI concepts.
• •Knowledge of ServiceNow, Jira, Microsoft Teams, and monitoring tools.
• •Understanding of authentication and access management concepts.
• •Strong communication, analytical, and problem-solving skills.

Preferred Qualifications

• •Experience supporting enterprise AI platforms such as Claude, Copilot, ChatGPT Enterprise, or similar solutions.
• •Exposure to prompt engineering concepts and Responsible AI principles.
• •Experience supporting cloud-hosted applications.
• •Familiarity with AI governance and acceptable-use requirements.

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